DAY ONE - TUESDAY, MARCH 7, 2017
07:30 AM Registration Opens for Workshop Participants
08:15 AM Shared Services 101: How to Design, Build, and Implement Shared ServicesScott Manning, Partner, ScottMadden Trey Robinson, Partner, ScottMadden Tina Krebs, Partner, ScottMadden
How do you ensure that your new shared services operation is successfully established and able to provide value immediately back to the business? Join us for this interactive session where we follow a company through its journey of setting up a new shared services organization.
This workshop focuses on the essential activities to plan and launch a new shared services operation; including setting the strategy, deﬁning the opportunity, and setting up work streams to ensure all implementation resources are used most efﬁciently and effectively. During this session you will learn:
- Strategic considerations for designing shared services
- Characteristics of a leading service delivery model
- The most important activities required for successful implementation
- Common implementation mistakes and how to avoid them
08:15 AM Change Management: Driving Innovation through a Culture of Continuous ImprovementFrank Fenello, Managing Director, UHY
Change can be difficult, and sustaining change can be an even bigger challenge. So how can you set yourself up for a successful continuous improvement program from the beginning?
This workshop discusses:
· Creating ongoing efficiencies and productivity within your Shared Service center
· Building a continuous improvement culture
· The importance of Measuring, Empowering, Publishing, Communicating and Celebrating
· Instilling employee passion and ownership from the beginning to sustain change
· Changing team mindset from “we have always done it this way” to a more impactful and meaningful “I do this because”
· Developing a clear accountability structure
· Setting KPIs that drive continuous improvement
· What tools should you have in your Continuous Improvement toolkit?
· Incorporating Continuous Improvement teams within a shared services function
Frank FenelloManaging Director
08:15 AM Moving Up the Value Chain –Making Effective Data Analytics Happen Within Your SSCAnil Bhavnani, Director, BPO Operations, Global Financial Solutions, Pfizer
63% of SSCs claim that they are already using data analytics to improve their processes, whilst 75% of SSOs say business intelligence activities are ramping up either within their captive or through their outsourcing strategy. However, while there are some really innovative examples of analytics, many SSCs are having difficulty in articulating what a systematic approach to data analytics might look like, or indeed, why shared services should be leading the agenda for this activity. This workshop illustrates via case-studies, how you can build a data analytics strategy within your SSC.
Points of discussion include:
- Using big data and analytics within different functions
- Big data to business reporting: Remaining close enough to the business to manage the data
- Creating a coherent strategy to develop a deep data culture within your organization
- Linking the business partners, SSC and business units to get one version of the truth
Anil BhavnaniDirector, BPO Operations, Global Financial Solutions
08:15 AM Operationalizing RPA – Top 10 Challenges (and How to Overcome Them!)Derek Toone, Managing Director, Robotics Process Automation Service Lead, Alsbridge
Robotic Process Automation (RPA) is transforming the shared services market, taking business process automation to the next level and redeﬁning labor and location strategies through the advent of the virtual workforce. But using RPA platforms to create automations is the easy part – the challenge lies in shepherding the transition to an automation-enabled operating model and to then manage the new environment to ensure responsiveness to constantly changing business requirements.
This workshop will open with an overview presentation and interactive group discussion on the “Top 10 Challenges” to operationalizing RPA, including case studies on how Alsbridge clients have overcome them. The main group will then disperse into breakout sessions for focused dialogue on:
- Collaboration with IT on architecture, infrastructure, security and change management
- Communication planning, stakeholder management and organizational redesign
- Governance, compliance, controls, audit and measuring success
- RPA COE org structure, roles, responsibilities, skillsets, service delivery methodology and interface to business/operations
Derek TooneManaging Director, Robotics Process Automation Service Lead
10:45 AM Advancing Your Shared Services Operations: Taking It to the Next LevelCourtney Jackson, Partner, ScottMadden Trish Ferris, Partner, ScottMadden Jerred Crosby, Partner, ScottMadden
What’s next for maturing shared services operations? How do you add value within a manageable framework? Dive into non-traditional, next-generation concepts with this interactive session. Here, we will share strategies to add value to your organization related to:
- Predictive and prescriptive analytics
- Use of social media
- Robotic process automation
- International expansion and treatment of small countries
- Increasing business customization without losing efﬁciency
10:45 AM Are You Utilizing Your Trust-Bank? Driving Awesome Customer Experience in Your SSCJerry Yerardi, Associate CIO, Campus Shared Services, University of California, Berkeley Michelle Bautista, Deputy Director Campus Shared Services IT, UC Berkeley
Automation and cost-savings are important but if you aren’t pleasing your customer then the whole process will go defunct. Customer satisfaction has become an important KPI for shared services & outsourcing organizations as customers increasingly expect to get more than just consistent services from their SS&O organization. They want “innovation” and “continuous improvement” in the services they receive.
Gerald Yerardi, the winner of an SSON Excellence Award on customer services, and his deputy, will share how they achieved amazing CEM through the concept of a trust-bank. They will discuss:
- Driving continuous improvement and developing the capability to please customers again and again
- Developing the customer centric culture throughout the shared services organization
- Making it easy for clients to engage in the solution design, mapping the components of the services catalogue to their speciﬁc business requirements
- Designing a winning on-boarding agenda to reduce transition risk
10:45 AM Change Leadership: Building Internal Transformation CapabilitiesJoe Rafter, Former, Senior Director Enterprise Change, PG&E
Are you keeping up with pace and complexity of your strategic implementation? How are you strengthening your company to keep up? The best companies understand that a ﬂawless execution is more important than a ﬂawless strategy.
- Are you driving the delivery of your strategy?
- What can you do to unleash your people on your strategy?
- How can you accelerate the realization of the value?
In this workshop you will learn which internal capabilities are critical for strategy implementation and transformational success. Additionally, we will explore what and how you can build internal transformational capability so that you can accelerate the realization of strategic value.
Based on 24 years of large-scale global transformational delivery across a dozen industries as a consultant and employee, Joe Rafter will share the most complete, actionable and conﬁgurable transformation capability model along with proven case studies.
Joe RafterFormer, Senior Director Enterprise Change
10:45 AM Understand the Role of GPO & How to Implement One Into Your Shared ServicesJohn Hopkins, Director of Finance Shared Business Services, Abbott Laboratories
So you’ve decided that a global process ownership capability would be the best step forward in your SSO, or you’ve been anointed GPO. Now what? There are so many “what comes next?” possibilities, it can be daunting to create a path and follow it. This workshop will take you through those crucial ﬁrst steps in developing a GPO capability, including:
- Ideation: honing the high-level concept and securing the mandate to take it forward
- Investigation: understanding the existing landscape and what you must do to make the global process ownership model work
- Roll out: starting to put the model into action including outlining a governance structure
John HopkinsDirector of Finance Shared Business Services
10:45 AM Mid-Cap Master-Class: Making Shared Services Work No Matter Your Size!Phil Searle, Founder and Managing Director, Chazey Partners Chas Moore, Managing Director, North America, Chazey Partners Robert Towle, Managing Director, North America (East), Chazey Partners
12:00 PM Main Conference Registration Opens
1:10 PM SSON Opening Remarks
1:30 PM What Does the CFO Want From Your SSC in 2017? The Top 3 Strategies to Add Ultimate ValueManny Korakis, Chief Financial Officer, S&P Dow Jones Indices
Whether we want to hear it or not there is nothing more valuable than honest and constructive feedback from our customers, and none better than the ultimate customer of the SSC, the CFO. In this session, S&P DJI's CFO talks candidly about what his shared service center means to him. What is the most vital thing he believes the SSC can do for a company? What has been the metric that has most impressed him to date? How does he see the role of the shared service center evolving? All these questions and more will be answered alongside insight into S&P JII's own SSC transformation – if you have ever wondered how to get buy-in and contribute to corporate strategy, you won’t want to miss this session!
Manny KorakisChief Financial Officer
S&P Dow Jones Indices
2:10 PM On-Stage Interview: Achieving Best-in-Class RPA Results: Creating value and transitioning your Shared Service Centre
Join Mihir Shukla, CEO of Automation Anywhere, and one of their top clients for an enlightening discussion of real world business challenges and how Robotic Process Automation is driving transformational business process improvement on an enterprise scale. Learn how this business is leading an industry in improving processes while liberating people to focus on higherlevel contributions to the business, in what promises to be an inspiring and informative discussion
2:50 PM Networking Break
3:29 PM Track Sessions – Maturity Curve Groups Begin
The tracks below are designed to provide in-depth practical advice no matter your maturity level. Whether you are planning and launching, pursuing continuous improvement or a more mature center seeking additional value, there is a session for you.
Designed for smaller organizations who want to access SSC benefits
STAGE 1 – EMERGING
For those in early years of shared services, looking to perfect the fundamentals
STAGE 2 – EVOLVING
For those who are fully implemented and looking to drive continuous improvement
STAGE 3 – ADDING VALUE
For more mature shared services who want to access that next level of value
GBS EVOLUTIONS FORUM
Hosted by: KPMG
3:30 PM Silicon Valley Bank Case Study: Rapid Growth, Cutting-Edge Technology and ValueAdd: Creating an Outsourcing Strategy to Achieve All This and MoreSteven Jo, Head of Procurement, Silicon Valley Bank
When Steven joined, SVB was in high-growth mode and had adopted a messy multiprovider “strategy.” Their outsourcing use expanded rapidly but despite their growth they were nowhere near the scale of the big MNCs and thus forged their own strategy to deliver value, cost-savings and back-ofﬁce support.
In this session Steven discusses how SVB leveraged its BPO to access the cuttingedge technology and agile operations of a much bigger company, and the change management that was vital to its success.
3:30 PM Transforming Disparate Functions into One Team: Continuous Improvement and Lean at its BestAntonio Lozano, Director Shared Services, Ameren Steve Bott, Manager, Treasury Technology Services, Ameren
Combining multiple departments under a single leader does not necessarily result in an effective multifunction shared services center; you’ve got to be prepared with a much more strategic plan. In this session, you will see how developing a common vision and a compulsive reason to act can result in your shared services organization having key metrics with clear goals, a transformation plan to get you there and every employee’s actions aligned. Learn how visual management, standard work, and individual contributor involvement can reduce exception work, reduce costs, and increase employee engagement.
3:30 PM Panel Discussion: Getting the Buy-In for Value-Added ServicesLori Bondar, Vice President, Controller & Chief Accounting Officer, Avery Dennison Brian Martin, VP and Site Lead, US Shared Service Center, Pfizer Anthony Ippolito, Senior Director Shared Services, Tribune Publishing
- Proving the case for valueadded services
- Demonstrating value back to all stakeholders
- Dissecting the SSC: which processes are SSCs bringing in and which have the fastest ROI
- Transitioning to a strategic business partner and enabling business decision making
3:30 PM Leadership In a Whole New Landscape: Ensuring You’re Ready to Lead an SSC 3.0Pamela Gabel, Executive Director of Shared Service Center, University of Michigan
Along with the SSC, the role of the SSC leader has changed drastically over the last 5 years and shows no sign of slowing down. Rather than cutting costs and leading a transactional backofﬁce, the new leader needs to be tech savvy and industry aware. This session examines how SSC leaders can evolve and embrace change, maximizing their unique position as a birds-eye across the business and ultimately leading their SSC to costsavings, standardization, and process-efﬁciency victory.
Pamela GabelExecutive Director of Shared Service Center
University of Michigan
3:30 PM Roundtable Discussion: Has Your GBS Delivered Everything it Promised? Challenging the GBS ModelMike Webb, VP North America, Solvay Business Services
Everyone in this room has either committed to a GBS model or has committed to exploring the path to GBS. But has the model’s value been proven for these organizations? Challenging existing thought is always a worthwhile endeavor and this group will discuss these key points:
- Has your GBS achieved everything it set out to?
- What is the measure of success for a GBS?
- As an independent unit are you too far removed from the organization?
- What is the optimum hybrid balance for a GBS
Mike WebbVP North America
Solvay Business Services
4:10 PM Battling Big Brands to Ensure You Get (and Keep) the Talent NeededSarah Davie, SVP Operations and Shared Services, Dining Alliance
It’s a dog eat dog world out there, especially in the battle for the best talent. The F1000s have a big name to tout, which often will attract new faces by the sheer force of the brand. To compete, smaller companies have had to rely on more than just their names and this session discussion some of those strategies including:
- Building a brand that can compete
- Creating a culture that will help retain talent within your center
- Including ﬂexible and virtual working to encourage work-life balance
- Competing on quality not cost
Sarah DavieSVP Operations and Shared Services
4:10 PM All Aboard? What’s the Best Way to Get Stakeholder Buy-inSteven Larrabee, Former President of Global Business Services, CIO, Mars
What’s the quickest way to stop a project in its tracks? Not having the buy-in from the right people. Shared Services - which necessitates movement of work and ownership - screams risk for many business heads causing them to be defensive and uncollaborative. This session demonstrates how best to gain and keep the buy-in from all major stakeholders, ensuring that your SSC gets off to a ﬂying start.
Steven LarrabeeFormer President of Global Business Services, CIO
4:10 PM Developing a Global Service Delivery Network: GPOs, Standardization and a Uniﬁed ApproachRichard Rowan, VP Global Shared Services Organization, ZF TRW
As SSCs grow and become more global, there are enormous gains that can be made from a properly global service delivery network, but the journey is not always easy. This session looks at:
- Establishing a robust governance strategy
- Building strong engagement with the business unit to understand needs and requirements
- The importance of establishing proper global process ownership of all new activities
- Creating a uniﬁed approach to business support: Overcoming resistance and coordination
Richard RowanVP Global Shared Services Organization
4:10 PM Creating tremendous results at speed: Accelerating your GBS Journey using innovative tools and methodologiesCaroline Basyn, SVP, Global Business Services Leader, Mondelez
Caroline BasynSVP, Global Business Services Leader
4:10 PM The rest of the session is reserved for moderated discussion, which is not limited to but covers
- Robotics and AI
- Zero-Based Budgeting
- Using SMAC inside your GBS
- Talent management
- The full and future scope of GBS
4:50 PM Panel Discussion: Moving to Value-Add Within a Mid-Cap CompanyRichard Arbuthnot, SVP Director Shared Service Center, SAIC Steven Jo, Head of Procurement, Silicon Valley Bank
For many larger SSCs the route to value-add comes via million dollar technology investments and large scale recruitment. However this doesn’t need to be the case. There are many different methods to provide value. This panel looks at tools, techniques and activities that can be used to drive value over and above cost-saving if you aren’t working for a massive SSC.
4:50 PM Getting it Right First Time: Taking the Strategic to the Tactical
4:50 PM Overcoming Perceptions: Back Office Servants to Crucial Business Partners – Swiss Re’s Revolutionary JourneyVesta Bovair, Managing Director, Head of Global Services Operations, Swiss Re
How do you change perceptions within your organization as you move from the back office to value adding business partner? It’s not easy and can create disruption internally. In 5 years Swiss Re’s GBS team has grown to be the 3rd largest in the Group, representing 16% of the company’s workforce.
In 2015 they created 120 million of value (e.g., working capital) and reduced the run rate of the company by 80 million, in addition to meeting service agreements. The captives have generated an average of 8% productivity per annum and attrition in India remains low at 10%. How did they achieve these results? Swiss Re chose relationship building, organizational transformation and coalition building as their foundation when creating their COE.
In this session Ms. Bovair discusses how Swiss Re’s GBS organization has now taken a strategic role in the business and is driving change through their data analytics hub, robotics automation center and global captive service locations, and how they never let a good crisis go to waste.
Vesta BovairManaging Director, Head of Global Services Operations
4:50 PM The Price is Right…Or Is It? Outcome, ValueBased, Gain-Sharing or FTE – Which is Right for You?Jay Desai, Senior Director, Enterprise Outsourcing Strategies, Abbvie
As SSC and outsourcing models evolve, traditional FTE pricing may no longer be relevant. How often do you re-examine your pricing model and how easy is it to change? This session dives into:
- The pros and cons of FTE vs. outcome based pricing
- Analyzing your pricing and identifying areas for improvement
- Gain-sharing, incentivebased contracts and shared risk-reward – can these work for you?
- Pricing RPA
Jay DesaiSenior Director, Enterprise Outsourcing Strategies
4:50 PM The rest of the session is reserved for moderated discussion, which is not limited to but covers:
- Robotics and AI
- Zero-Based Budgeting
- Using SMAC inside your GBS
- Talent management
- The full and future scope of GBS
5:10 PM Five Minute Break to Get to General Session Room
5:15 PM LIVE BENCHMARKING SESSION – PART ONE
Wondering in which direction to take your SSC strategy? You’re not alone. Many SSC leaders are struggling to decide on the next step but lack the data to back their decision up. Using data obtained from SSON’s 100k members, 20 years of conferences, plus our state of the industry survey, SSON has obtained first-hand benchmarking data to assist you in deciding on the most profitable option for your SSC. This first session focuses on examining global and regional benchmarks for finance and automation; including cost-per-invoice, invoice cycle-time and RPA adoption.
5:25 PM People, Performance, Management, Systems: Why is Vodafone Urging SSCs to Go Back to Basics?Bobby Abraham, Executive Vice President and Global Head of Finance Shared Services, Vodafone
Bobby Abraham is on a mission. After 15 years in SSO he’s noticed an all too familiar trend - the industry tendency to chase innovation but ignore the fundamentals that made the model a success. Leading one of the world’s most impressive and fastest growing SSCs, Bobby noticed that as captives evolved and condensed through automation and productivity gains, the down-side being brushed under the carpet was a huge loss of knowledge, and dilution of purpose. If 20% head-count is lost to productivity and automation and a further 20% to attrition, no one is left to keep the basics in check. As market controls and regulations are only getting stricter, what exactly is the risk? This session explains why as other leaders chase novelty, Vodafone is going back to basics.
Bobby AbrahamExecutive Vice President and Global Head of Finance Shared Services